In a recent discusssion about customer service, Michael and I wondered what questions would be ideal to ask customers of a local appliance repair service company. Below are some sample ideas from Polaris market research. What do you think? Which service delivery questions would you add or take away?
- Do you recall your recent contact with Company ABC?
- Thinking about your most recent contact, how would you rate the representative’s ability to help you or to get you to someone who could help you? Would you say …
- How would you rate the representative’s overall knowledge of your problem or question? Would you say …
- And how would you rate the representative on being courteous? Would you say …
- How would you rate the representative on helpfulness, in other words, a willingness to assist you? Would you say …
- How would you rate the representative on being able to help you resolve your issue/need? Would you say …
- Now let’s talk about Company ABC as a company. How would you rate Company ABC on the length of time it took to find a qualified representative?
- Thinking specifically of the XYZ department/division, how would you rate your overall experience during your last contact with them?
Advertisement
